How to File Complaint for Wrong Gas Bill

Quick Answer

Call your gas company helpline — 1199 (SNGPL) or 1199 (SSGC) — to file a complaint, or visit the regional office with your bill and CNIC. For unresolved complaints, escalate to OGRA (Oil and Gas Regulatory Authority) at ogra.org.pk.

When to File a Gas Bill Complaint

Legitimate reasons to complain about your gas bill:

  • Meter reading mismatch. Your physical meter shows different numbers than the bill.
  • Sudden spike with no usage change. Your bill doubled or tripled without adding any gas appliances or changing habits.
  • "Average" or estimated bill. The meter reader didn't visit and estimated your consumption, usually resulting in inflated charges.
  • Billing during gas suspension. You received a bill for a period when gas supply was suspended in your area.
  • Incorrect consumer category. You're charged commercial rates for a residential connection.

Filing Process — Step by Step

Step 1: Call the Helpline

SNGPL: Call 1199. SSGC: Call 1199. Provide your consumer number, describe the issue, and ask for a complaint number. This creates a formal record.

Step 2: Visit the Office (If Helpline Doesn't Resolve)

Go to your regional SNGPL/SSGC office with your bill, CNIC, and evidence (photo of your meter reading). File a written complaint. Request a meter test — the company is obligated to test your meter within 30 days of a formal complaint.

Step 3: Escalate to OGRA

If unresolved within 30 days, file with OGRA at ogra.org.pk. OGRA is the gas sector regulator — their intervention typically accelerates resolution.

Pay under protest. Even if the bill seems wrong, pay before the due date to avoid disconnection and late surcharges. This preserves your right to a refund while keeping your supply active.

Need to verify your bill before complaining? See how to read your gas bill for a field-by-field guide to understanding each charge.

Meter Testing Process

If you request a meter test, the gas company sends a technician to inspect and test your meter. A variation of ±3% is considered normal. If the meter is fast (over-recording consumption), it's replaced and the company issues a revised bill with corrected charges for the disputed period. If the meter tests normal, the complaint is closed — your consumption is genuinely high.

Tips for a Successful Complaint

  • Photograph your meter regularly. Take a photo on the first of each month with the date visible. This creates an independent record of consumption.
  • Compare with neighbors. If your bill is dramatically higher than similar-sized households on your street, that's supporting evidence for a meter issue.
  • Keep all complaint reference numbers. Document every interaction with dates and reference numbers.
  • Be specific. "Bill is too high" is weak. "Meter reads 4,520 but bill shows 4,890 — a 370-unit discrepancy" is actionable.

Gas Bill Complaints — What to Know

Call your gas company helpline at 1199, visit the regional office with your bill and CNIC, or escalate to OGRA at ogra.org.pk if the company doesn't resolve the issue within 30 days.

Yes — pay "under protest" before the due date. This prevents disconnection while preserving your right to a refund or credit after the complaint is resolved.

Gas companies should resolve complaints within 30 days. Meter tests typically take 2-4 weeks. If unresolved, OGRA escalation usually pushes resolution within an additional 2-4 weeks.

OGRA (Oil and Gas Regulatory Authority) is the government regulator for gas companies. File a complaint at ogra.org.pk if SNGPL or SSGC doesn't resolve your issue within 30 days. OGRA's intervention is usually effective.